Guest Relations Associate

Marriott Vacations Worldwide


Tanggal: 2 hari yang lalu
Kota: Denpasar, Bali
Jenis kontrak: Penuh waktu
JOB SPECIFIC TASKS

Marketing and Sales

  • Enter and update data regarding sales presentations, site packages, and self-generated leads into computer software system.
  • Research, compile, retain, and/or communicate pertinent sales information/history to Sales Executives and/or Managers on a daily/weekly basis.
  • Review the details and scheduling of sales presentations or preview package to guests who do not have a sales presentation scheduled.
  • Promote awareness of brand image internally and externally.
  • Create, log and expedite premiums (gifts) for site marketing programs.

Gallery Operations

  • Set up, replenish and break down all hospitality items throughout the sales gallery in all locations.
  • Ensure that the kitchen preparation room is in order.
  • Ensure all common areas are neat and in order.
  • Oversee and ensure the safety of any children accompanying sales presentation guests in accordance with corporate guidelines.
  • Work in conjunction with the Marketing and Sales Management and Associates to ensure an efficient tour wave flow throughout the day.
  • Communicate to all marketing department associates tour wave availability.
  • Update tour manifest throughout the day.
  • Complete all Daily Checklists and report and turn into management at the end of shift.

Rewards and Gifts

  • Document the distribution of premiums (gifts) in computer software systems.
  • Distribute gifts to guests upon completion of sales presentation.
  • Maintain, update and balance premium gifting banks on a regular basis.
  • Maintain and update Preferred Merchant List.

Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
  • Answer guest questions about property facilities/services (e.g., hours of operation, entertainment, restaurants, special events).

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Policies and Procedures

  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Protect the privacy and security of guests and coworkers.
  • Attend meetings as required by Supervisors.

Computer Skills

  • Use computer systems and software packages to input, access, modify, store, or output information
  • Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Working With Others

  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Develop and maintain positive and productive working relationships with other employees and departments.

Physical Tasks

  • Enter and locate work-related information using computers and/or point of sale systems.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Guest Relations Transport

  • Coordinate transport requirements to assigned destinations.
  • Transport management and other designates associates or business visitors from/to assigned destinations.
  • Complete safety training and driving certification as necessary.
  • Inspect vehicles for damage and cleanliness.
  • Document all trips prior to the start of and at the conclusion of each trip
  • Park vehicle in designated location when not in use.
  • Check tire pressure and fluid levels for property vehicle and refuel as necessary.
  • Notify appropriate personnel of any vehicle maintenance needs
  • Scheduling vehicle for regular maintenance and service
  • Make sure vehicles are in good condition
  • Keep the vehicle’s key in safe place at all time.
  • Document all vehicle incidents (i.e., damages, accidents) and provide reports of incidents to manager/supervisor.
  • Perform other duties as requested by the management.

Other

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other reasonable duty or function that may be assigned by management.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all the times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.
  • Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain computer systems knowledge (Microsoft Office and MVCI Marketing systems).
  • Maintain current computer systems knowledge as used by the company.
  • Work with all colleagues as a team, supporting the needs within that team and those of the business at all the times.

#imvwap

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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